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Ireland's B2B Self-Service Gap Is a Customer Experience Crisis That Boards Can No Longer Ignore
Ireland's B2B sector faces a defining customer experience gap as global buyers complete most of their purchase journey without vendor contact. Irish companies must redesign their digital journeys now or risk losing clients to more digitally mature competitors.
Intercom shortlisted for Best Use of AI in Customer Experience at Irish CX Impact Awards 2025
In a throwback to the Irish CX Impact Awards 2025, Intercom was shortlisted for the Best Use of AI in Customer Experience award for deploying Fin, its AI support agent, as the primary engine of a customer service transformation that resolved 81 percent of customer issues autonomously while enabling round-the-clock support at a scale its human team alone could not have sustained. As the 2026 cycle draws closer, Intercom's demonstration that an AI-first support strategy can simultaneously improve customer outcomes and reshape how human teams contribute sets a meaningful benchmark for the organisations now preparing their entries.
Philippines contact centre body rebrands as CXAP to reflect sector's shift toward AI-enabled customer experience
The Contact Center Association of the Philippines has rebranded as the Customer Xperience Association of the Philippines, signalling a strategic shift toward AI-enabled, higher-value customer experience services.
Capacity launches AI Analytics Assistant to give CX teams instant access to interaction data insights
US-based CX automation platform Capacity has launched an AI Analytics Assistant enabling customer experience and contact centre teams to query interaction data using natural language.
Radius partners with Five9 to deliver AI-powered contact centre platform for enterprise customer experience
UK-based communications and technology firm Radius has partnered with Five9 to integrate an AI-powered cloud contact centre platform into its offering.
UAE-founded Qashio establishes European headquarters in Dublin with 50-job commitment and R&D function
UAE-founded spend management platform Qashio is establishing its European Headquarters in Dublin, creating 50 jobs over three years. The expansion includes an R&D function, Qashio Labs, focused on ongoing platform and product innovation.
Poppulo acquires Sociabble to build unified AI-powered employee experience platform for global enterprises
Cork-headquartered employee experience platform Poppulo has acquired Paris-based employee engagement platform Sociabble. The deal creates a unified AI-powered platform capable of reaching more than 50 million employees worldwide.
The Algorithmic Buyer Is Here: How Irish Organisations Can Win the Agentic Commerce Opportunity in 2026
The CX Network Global State of CX 2026 confirms AI-first customer journeys as the third most influential trend shaping CX to 2030, presenting Irish organisations with a clear and time-sensitive opportunity to become machine-readable, agent-ready, and discoverable to the algorithmic buyer.
Clubs to Hire shortlisted for Best Use of Customer Feedback & Insights to Improve CX at Irish CX Impact Awards 2025
Turning back the clock to the Irish CX Impact Awards 2025, Clubs to Hire was shortlisted for the Best Use of Customer Feedback & Insights to Improve CX award for a customer-led approach to removing one of golf travel's most persistent pain points, using insight to build a rental model spanning 24 strategic locations across the globe that has measurably changed how travelling golfers experience the game. As the 2026 cycle draws closer, Clubs to Hire's demonstration that listening carefully to customers and acting decisively on what they reveal can produce a genuinely differentiated service sets a meaningful benchmark for the organisations now preparing their entries.
Salesforce highlights Agent360 growth in Singapore as firms improve CX with AI
US-based Salesforce has reported strong Agentforce 360 adoption among Singapore organisations across multiple industries. Six companies including Kaplan, StarHub and Panasonic Asia Pacific are deploying the platform to drive AI-powered business transformation.
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